Improving First Call Resolution at a Leading Healthcare Payer

The company collaborated with Skan AI to uncover insights aimed at enhancing their FCR rate. The implementation emphasized monitoring complete customer journeys across various applications and channels. 

Skan AI's process observation identified the agent behaviors and workflow gaps driving repeat contacts and elevated handle times at a leading healthcare payer, improving first call resolution across the operation.

Skan AI's process intelligence platform uncovered several critical insights:

1. Process Standardization Gaps: Skan AI found significant process variations between teams and individuals. Top performers followed specific pathways that others missed.
2. Root Cause Patterns: The system identified the exact reasons customers needed to call back. Many stemmed from incomplete information gathering during initial calls.
3. Application Usage Patterns: High-FCR agents used applications differently. They accessed knowledge bases more efficiently and navigated systems in a specific order.

The healthcare payer achieved significant results through these insights. Skan AI's recommendations led to:

• $4 million in savings from a 40% reduction in process variability
• $7 million in annual savings via a 20% improvement in workforce capacity utilization
• $4 million in savings by cutting customer account update cycle times through automation

The project identified $15 million in cost savings. More importantly, customer experience improved substantially as more issues were resolved on the first call.